Industrial PC and vehicle terminal solutions from Advantech-DLoG safely support work processes in extremely challenging environments. The company is now improving the quality level of its high-tech solutions even more. As of now, the new Advantech-DLoG helpdesk is available (almost) around the clock for customers from all over the world.
“We thought that it was particularly important to increase availability and performance significantly for the improved helpdesk, which replaces the former hotline,” explains Siegfried Weber, Head of Repair & Helpdesk Operations at Advantech-DLoG. Advantech –DLoG has introduced a two-shift system that extends the availability of the helpdesk service. Customers and partners of Advantech-DLog can now reach the helpdesk from 6 am to 8 pm. This time frame also covers other time zones, which is especially important for inquiries from Asia and the USA.
The helpdesk is the first point of contact for problems, inquiries and complaints from customers and partners. It provides extensive support for Advantech-DLoG products and Advantech products sold through Advantech-DLoG. The helpdesk staff can answer most queries over the phone or by email; state-of-the-art equipment allows them to simulate and resolve problems directly using terminals. If an inquiry cannot be answered immediately, the helpdesk staff forwards it to the respective in-house departments. Customers are kept informed at all times on the status of their inquiry.
“We thought that it was particularly important to increase availability and performance significantly for the improved helpdesk, which replaces the former hotline,” explains Siegfried Weber, Head of Repair & Helpdesk Operations at Advantech-DLoG. Advantech –DLoG has introduced a two-shift system that extends the availability of the helpdesk service. Customers and partners of Advantech-DLog can now reach the helpdesk from 6 am to 8 pm. This time frame also covers other time zones, which is especially important for inquiries from Asia and the USA.
The helpdesk is the first point of contact for problems, inquiries and complaints from customers and partners. It provides extensive support for Advantech-DLoG products and Advantech products sold through Advantech-DLoG. The helpdesk staff can answer most queries over the phone or by email; state-of-the-art equipment allows them to simulate and resolve problems directly using terminals. If an inquiry cannot be answered immediately, the helpdesk staff forwards it to the respective in-house departments. Customers are kept informed at all times on the status of their inquiry.
